Published: February 13, 2012 | Comments
Adherence is a top challenge in the contact center. When a Norwegian call center made headlines for timing its agent's breaks, ICMI polled our audience to find out is this was a common practice. 19% replied that their agents - and adherence - were in check. But, 26% of respondents know that agents are spending too much time away from their desks and a whopping 54% acknowledged the root of adherence issues in the contact center has little to do with the length of your employees' bathroom breaks. The next question is: what are you doing to improve your adherence issues?